[Hiring] Executive Director, Patient Support Operations @Amgen

Role Description

Join Amgen’s Mission of Serving Patients. In this vital role, the Executive Director will set the strategy and direction for Patient Support Operations within Patient Access & Reimbursement (PAR). The role will lead the contact center experience for patients and healthcare professionals (HCPs), advancing the people, processes, technology, automation, and AI capabilities that help customers get the support they need.

Key Responsibilities:

• Establish the vision, strategy, and operating model for Patient Support Operations, aligning contact center services with PAR’s enterprise priorities and the needs of patients, caregivers, and HCPs.
• Lead patient and HCP contact center activities across the portfolio, ensuring a consistent, responsive, and customer-centered experience across channels.
• Set the automation and AI strategy for contact center operations, identifying opportunities to simplify service, expand self-service, improve routing and agent support, and resolve customer needs more effectively.
• Ensure AI and automation solutions are designed around customer needs, integrated with PAR capabilities and technology platforms, and supported by appropriate oversight, quality controls, and performance measures.
• Lead operational planning and performance management, including service levels, access, quality, customer experience, productivity, capacity, and cost.
• Establish clear performance goals and operating reviews; use customer feedback, contact drivers, call analytics, and operational data to identify issues and guide improvement.
• Develop workforce and capacity strategies that align staffing, skills, training, and scheduling with customer demand and portfolio needs.
• Build a strong quality, training, and continuous improvement model that equips teams to resolve customer needs accurately, consistently, and with empathy.
• Partner with Patient Experience leaders, Field Capabilities, Patient Engagement & Affordability, Business Technology, Analytics, and brand teams to align contact center services with patient and HCP journeys.
• Oversee contact center technology and process roadmaps with Business Technology and other partners, translating operational needs into scalable capabilities and ensuring effective implementation and adoption.
• Lead vendor and partner relationships, establishing clear expectations, performance measures, governance, and accountability for service delivery and improvement.
• Ensure operations follow applicable policies, privacy requirements, and compliance standards, with effective controls and escalation processes.
• Represent Patient Support Operations in PAR leadership discussions and cross-functional forums; communicate performance, risks, investment needs, and recommendations clearly.
• Lead, coach, and develop a high-performing leadership team; build a culture of accountability, collaboration, innovation, and continuous improvement.

Qualifications

• Doctorate degree & 6 years of Marketing experience OR
• Master’s degree & 10 years of Marketing experience OR
• Bachelor’s degree & 12 years of Marketing experience AND
• 6 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources.

Requirements

• Advanced degree in business, healthcare, operations, technology, or a related field.
• Experience leading patient support, healthcare, or customer contact center operations in a complex, regulated environment.
• Ability to set strategy and improve service delivery across multiple contact center teams, programs, or portfolios.
• Experience developing and implementing automation, AI, digital service, or self-service strategies in customer operations.
• Understanding of patient access, reimbursement, healthcare services, and the needs of patients, caregivers, and HCPs.
• Experience using customer feedback, call analytics, and operational data to identify service barriers, set priorities, and measure outcomes.
• Background in contact center performance management, including service levels, quality, workforce planning, productivity, and customer experience.
• Experience leading technology-enabled transformation and partnering with Business Technology, Analytics, and operational teams to implement and sustain change.
• Experience managing external vendors and partners through clear governance, service expectations, and performance accountability.
• Ability to lead, coach, and develop leaders and teams, and to influence senior stakeholders across a matrixed organization.
• Executive communication, strategic thinking, change leadership, and problem-solving skills, including the ability to turn complex operational needs into clear priorities.
• Ability to balance customer needs, employee experience, operational performance, compliance, and cost.

Benefits

• Comprehensive employee benefits package, including a Retirement and Savings Plan with generous company contributions, group medical, dental and vision coverage, life and disability insurance, and flexible spending accounts.
• A discretionary annual bonus program, or for field sales representatives, a sales-based incentive plan.
• Stock-based long-term incentives.
• Award-winning time-off plans and bi-annual company-wide shutdowns.
• Flexible work models where possible.

Company Description

Amgen is dedicated to improving the quality of life for people around the world and fosters an inclusive environment of diverse, ethical, committed, and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients.